Purpose – This article examines the effectiveness of an award‐winning program of self‐pace customer‐service training, which replaced the classroom‐based “sheep‐dip” approach at Office Depot. Design/methodology/approach – Presents the comments of the Office Depot head of...

Purpose – This article describes how Stack Computer Solutions, a UK mail‐order company that faced a battle for survival ten years ago, has turned its low‐skills workforce into a team of expert professionals, and has increased turnover by almost 600 percent. Design/methodology/approach –...

Purpose – This article describes an apprenticeship scheme, including National Vocational Qualifications, introduced by UK health and fitness company Cannons Health and Fitness, which covers the training needs of team members working in the exercise and fitness area as well as a range of...

Purpose – This article describes the award‐winning online‐learning program developed to help British Airways cabin crew to use Barplus, an on‐board point‐of‐sale system that records in‐flight sales and acts as a stock‐control system. Design/methodology/approach – Contains...

Purpose – This article demonstrates how UK construction company Frank Haslam Milan (FHm) has hit its target of zero reportable accidents through its award‐winning training and awareness program, which involves its employees and around 2,000 people living in the homes it builds and...

Purpose – This article describes the management of an A$20.5 million three‐year capital‐works program to develop and support radio communications for Australia's New South Wales Police Service. Design/methodology/approach – Draws on information provided by the project manager. Findings...

Purpose – This article examines the role of knowledge management in the telecommunication industry. Design/methodology/approach – Provides a case study on the creation of entirely new digital services for delivery over mobile telephones to the Japanese consumer market by the DoCoMo company,...

Purpose – This article describes how effective leaders become aware of what is different about them that makes them attractive to others, and learn to use these differences to their advantage in a leadership role. Design/methodology/approach – Presents examples of the use of this technique,...

Purpose – To explain why spiritual intelligence can make a difference to the way in which people manage work and lead others in the workplace. Design/methodology/approach – Contends that, while many people think there is nothing spiritual about work and the workplace, there are many areas of...

Purpose – Describes how HR at the British Government's Department for Work and Pensions (DWP) became leaner, fitter and more focused after the department was required to reduce employee numbers from 131,000 in 2003 to 101,000 in 2008, with a further 10,000 being moved to front‐line services....